PenFed Credit Union Partners with Salesforce as Strategic Technology Platform for Best-In-Class Digital Banking

Salesforce (NYSE: CRM), the global leader in CRM, and PenFed Credit Union, the second largest federal credit union in the United States, today announced that PenFed is launching an omnichannel digital banking platform powered by Salesforce Financial Services Cloud and Community Cloud to enable a new, best-in-class member experience.

Along with its current use of Salesforce Service Cloud and the Salesforce Lightning Platform, PenFed is further improving its connected digital banking experience for modern consumers.

PenFed serves 1.7 million members worldwide, offering financial and banking services such as checking and savings accounts, auto and mortgage loans, certificates and more. PenFed chose Financial Services Cloud to serve as the backbone of an entirely new digital banking platform. With Financial Services Cloud, PenFed is creating a more seamless and personalized digital experience that continues to put members first and gives them the ability to interact with the credit union virtually, on their own time.

For example, PenFed members will be able to open new accounts or apply for a new loan with just a few clicks and get a decision in minutes—from any location at any time. The new service provides an even more convenient experience for PenFed’s core of highly mobile military community members.

“We have always had our sights on becoming a completely digital and connected credit union, and Salesforce’s reliable, scalable platform allows us to continue accelerating and innovating our best-in-class financial services experience for members,” said Bozena Kalita, Senior Vice President and Chief Digital Officer at PenFed Credit Union.

PenFed will use Community Cloud to deploy an integrated digital experience that further improves customer service by providing members with more flexibility and personalization. Salesforce Einstein Bots for Service will enable PenFed to leverage machine learning and natural language processing capabilities to automate routine service requests and speed up resolution time.

“We are leading the way for the credit union industry by ensuring low-touch, easy-to-use connected digital experiences for every member,” said Joseph Thomas, CIO at PenFed. “We’ve seen what Salesforce can do already and it’s making banking more convenient for our members who rely on digital and mobile platforms for 85 percent of their interactions with PenFed.”

“Consumers expect the same personalized touchpoints and convenience in banking as they get from their favorite consumer app experiences,” said Rohit Mahna, SVP of Financial Services at Salesforce. “For financial institutions like PenFed, that means understanding their members, families and financial goals, and offering a seamless, convenient experience on any device. PenFed is well on its way to becoming an even more engaging, personalized and connected bank for its members.”

About PenFed Credit Union

Established in 1935, Pentagon Federal Credit Union (PenFed) is America’s second-largest federal credit union, serving 1.7 million members worldwide with $25 billion in assets. PenFed Credit Union offers market-leading certificates, checking, credit cards, personal loans, mortgages, auto loans, student loans, and a wide range of other financial services with members’ interests always in mind. PenFed Credit Union is federally insured by NCUA and is an Equal Housing Lender.

Fairview Health Services Deploys Salesforce to Support Customer Engagement Transformation Efforts

Salesforce (NYSE: CRM), the global leader in CRM, announced at the annual HIMSS Conference in Orlando that Fairview Health Services—one of the largest nonprofit health systems in Minnesota—selected Salesforce as its platform for customer engagement. With Salesforce, Fairview will get a 360-degree view of each customer and the tools to better understand and manage customer needs.

Fairview has a goal to become one of the top health systems in the United States, and has recently grown its network by merging with HealthEast Care System and extending its partnership with the University of Minnesota. The Fairview system now includes more than 33,000 employees and a network of more than 5,000 providers operating across 12 hospitals and medical centers, 36 pharmacies, more than 50 primary-care clinics and representing 100 specialties. To integrate its growing health system and transform customer engagement, Fairview selected Salesforce as one of its digital transformation partners.

Fairview is deploying Salesforce Health Cloud, Marketing Cloud, Heroku and MuleSoft to centralize and manage customer touchpoints on a single, customer-centric platform. With Salesforce, Fairview expects to improve customer engagement in its call centers by empowering its agents with relevant customer data, from multiple systems, on a single screen. As a result, they will better understand their customers’ wants and needs and anticipate the ability to provide faster, more personalized service.

“Technology is driving transformative change in healthcare and presents an enormous opportunity to remove complexities from the care delivery experience,” said Marlena Kane, Vice President of Consumer Solutions and System Operations Center at Fairview Health Services. “We’re embracing new technologies and processes that are designed around our patients to provide anyone who touches our healthcare system with the same level of access, convenience and transparency they expect in every other aspect of their lives.”

Fairview is using MuleSoft Anypoint Platform for its integration platform as a service (iPaaS) capabilities, modernizing various healthcare systems and connecting them to Salesforce, with the vision of building an application network that allows for any system, application, data and device to be seamlessly plugged in and out. MuleSoft enables healthcare organizations to unlock EHR systems and connect clinical and non-clinical applications, using APIs to securely leverage data across legacy, web and mobile platforms.

“Siloed systems and disparate data sources make it difficult for healthcare organizations to get a complete view of their patients,” said Dr. Ashwini Zenooz, SVP and GM of healthcare and life sciences at Salesforce. “This disconnect can create tension with patients, increase costs and keep the industry from innovating to its full potential. Fairview is an industry trailblazer that understands the importance of integration to transforming patient experiences. By connecting its health system on Salesforce, Fairview will have the flexibility and scalability it needs to drive innovation and growth, and transform healthcare.”

About Fairview Health System

Fairview Health Services (fairview.org) is a Minneapolis-based nonprofit health system driven to heal, discover and educate for longer, healthier lives. Founded in 1906, Fairview provides exceptional care to patients and communities as one of the most comprehensive and geographically accessible systems in Minnesota. Through a close relationship with the University of Minnesota, Fairview offers access to breakthrough medical research and specialty expertise as part of a continuum of care that reaches all ages and health needs.